Dear Steve Jobs
In my many previous jobs I have had the position of technician in numerous fields. I have been a Pager Technician (Motorola Certified), a PC technician, an Alarm Technician for ADT, and worked as a Computer Support Representative for an organization that serviced Mac computers.
I recently purchased a MacBook (Sept 07) and it has truly been a great machine, I have my issues with it, but all in all it is a pleasure to use. On Monday 2-11-08 my wife turned it on and the screen gave her an ambiguous message. We looked online and discovered some possible fixes, none of which worked and decided it was time to have Apple Repair it. I hadn't yet purchased AppleCare, and I realize I still had a year warranty, but I figured now is as good a time as any to purchase the 3Year extension. I know I will keep the computer for at least that long, so why not.
I arrived at the Apple Store here in Austin, TX in The Domain and spoke with JC (Sales), and John (Technician) about my machine. I was told I needed to make an appointment to receive any service. This was upsetting as nowhere in the process of purchasing the machine, or purchasing AppleCare was I told I needed an appointment anywhere to get service on a machine. Now, I understand the methodology here, and it's actually quite intelligent, no lines in the stores, and one on one time with a technician. Great Idea, truly. However, I was not in need of any of these things and would like to simply drop off the machine fill out a form with the issue and leave. I was told that if I wanted to do that it would cost me $85. This was very upsetting, and admittedly I kind of got in the face of JC for even suggesting I pay MORE money for this repair. I have $1700+ into this machine already, $250 of which is for repair service. I apologize to JC (he's a nice guy). He handled the situation well, and is at the mercy of Store Policy. He may even agree with Store Policy, but some customers don't.
I simply ask that if a customer walks into a store and wants to allow you to provide him or her LESS service then that should be allowed. The Technician (John) was quite helpful and actually came to talk to me without an appointment. This was outside of his job role and did it out of the kindness of his heart. John, thank you.
Apple, I am very disappointed in how you handle this situation of a customer wanting to come in an drop off a machine that needs repair. I don't care about data backup, I don't care about software installation, just FIX it. Thanks
Sincerly
Kenn North
Cedar Park, TX
kenn@kennandamy.com
I recently purchased a MacBook (Sept 07) and it has truly been a great machine, I have my issues with it, but all in all it is a pleasure to use. On Monday 2-11-08 my wife turned it on and the screen gave her an ambiguous message. We looked online and discovered some possible fixes, none of which worked and decided it was time to have Apple Repair it. I hadn't yet purchased AppleCare, and I realize I still had a year warranty, but I figured now is as good a time as any to purchase the 3Year extension. I know I will keep the computer for at least that long, so why not.
I arrived at the Apple Store here in Austin, TX in The Domain and spoke with JC (Sales), and John (Technician) about my machine. I was told I needed to make an appointment to receive any service. This was upsetting as nowhere in the process of purchasing the machine, or purchasing AppleCare was I told I needed an appointment anywhere to get service on a machine. Now, I understand the methodology here, and it's actually quite intelligent, no lines in the stores, and one on one time with a technician. Great Idea, truly. However, I was not in need of any of these things and would like to simply drop off the machine fill out a form with the issue and leave. I was told that if I wanted to do that it would cost me $85. This was very upsetting, and admittedly I kind of got in the face of JC for even suggesting I pay MORE money for this repair. I have $1700+ into this machine already, $250 of which is for repair service. I apologize to JC (he's a nice guy). He handled the situation well, and is at the mercy of Store Policy. He may even agree with Store Policy, but some customers don't.
I simply ask that if a customer walks into a store and wants to allow you to provide him or her LESS service then that should be allowed. The Technician (John) was quite helpful and actually came to talk to me without an appointment. This was outside of his job role and did it out of the kindness of his heart. John, thank you.
Apple, I am very disappointed in how you handle this situation of a customer wanting to come in an drop off a machine that needs repair. I don't care about data backup, I don't care about software installation, just FIX it. Thanks
Sincerly
Kenn North
Cedar Park, TX
kenn@kennandamy.com
posted by Kenn North at
10:28 AM
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